Dynamic connection distributor

ABSTRACT

The invention relates to a dynamic call connection distributor (DCD) comprising—an agent pool (AP), comprising information of call agents (CA), said agent pool is at least partly configurable by a plurality of individual call agents (CA), —a recipient dialer (RD), comprising circuitry for dialing at least one number of predefined potential recipients (PR) for establishment of a recipient connection (RC), —an agent dialer (AD) comprising circuitry for establishing an agent connection (AC) from said dynamic connection distributor (DCD) to a call agent (CA), a call linker (CL), comprising circuitry for linking said agent connection (AC) with said recipient call (RC). According to a preferred embodiment of the invention, the agent pool is basically maintained dynamically by the call agents themselves, thereby allowing basically any physical distribution in contrary to prior art systems requiring the call agents to operate at fixed and centrally defined endpoints.

FIELD OF THE INVENTION

The inventions relates to the field of telecommunication. Moreparticular the invention concerns with a dynamic call connectiondistributor according to claim 1.

BACKGROUND OF THE INVENTION

Modern call centers and telemarketing centers provide services forautomatically controlling the dialing of numbers, and finding anavailable agent at the call center.

Outbound calls from a call center are usually made by a power dialer ora predictive dialer, and when a connection to a customer is establishedthe call is distributed to an available agent via an ACD (ACD: automaticcall distribution).

Furthermore, modern systems provide the possibility for a call agent tobe able to work from home as effectively as from an office. Thesesolutions provide so-called “remote agent stations”, where a centralsystem, e.g. a switch with ACD-like features, is located at a centralcall center is able to distribute calls to remote agents as well as tolocal agents at more or less the same terms. Thus, the central systemcan maintain a status of the remote agent, e.g. availability, presentstatus, duration of present call, etc.

U.S. Pat. No. 5,778,060 describes a central system based on aconventional ACD switch (ACD: Automatic Call Distribution), which isconnected to remote agents and local agents, who continuously transmittheir status to the ACD switch via the fixed network of the ACD. Therebyit is possible for the ACD switch to distribute calls to remote agentsat the same terms as to the local agents.

A problem related to the prior art systems of the above-mentioned typeis however that the systems lack dynamics. Moreover, a problem relatingto the prior art is that the systems require expensive equipmentsituated at the premises of the call agent in order to allow operationof the system and that operation and maintenance of the local switch isextremely expensive.

SUMMARY OF THE INVENTION

The invention relates to a dynamic call connection distributorcomprising

-   -   an agent pool, comprising information of call agents, said agent        pool is at least partly configurable by a plurality of        individual call agents,    -   a recipient dialer, comprising circuitry for dialing at least        one number of predefined potential recipients for establishment        of a recipient connection,    -   an agent dialer comprising circuitry for establishing an agent        connection from said dynamic connection distributor to a call        agent,    -   a call linker, comprising circuitry for linking said agent        connection with said recipient call.

According to an embodiment of the invention, the dynamic connectiondistributor is easily configurable since no predefined connections existin the agent pool whatsoever. The connections may thus be establishedexclusively on the basis of agent-defined endpoints, which areregistered in the agent pool from a remote distance and herebyconfigures the agent pool.

Thus, the invention overcomes the problem relating to prior art systemswhere the connection between the call agents and the ACD necessarilyrelies on dedicated, predefined connections and endpoints, e.g. apredefined local telephone number or a VPN (VPN: Virtual privatenetwork) tunnel, to the central system or ACD switch.

Furthermore, the invention relates to a dynamic call connectiondistributor comprising

-   -   an agent pool, comprising information of call agents, said agent        pool is at least partly configurable by a plurality of        individual call agents,    -   a recipient dialer, comprising circuitry for dialing at least        one number of predefined potential recipients for establishment        of a recipient connection,    -   an agent dialer comprising circuitry for establishing an agent        connection from said dynamic connection distributor to a call        agent,    -   a call linker, comprising circuitry for establishing an agent        call through said agent connection to an available call agent        and linking said agent call with said recipient call,    -   In an embodiment of the invention, said agent pool is at least        partly defined and maintained by distributed call agents by        means of web interface.

According to a preferred embodiment of the invention, the agent pool isbasically maintained dynamically by the call agents themselves, therebyallowing basically any physical distribution in contrary to prior artsystems requiring the call agents to operate at fixed and centrallydefined endpoints.

In an embodiment of the invention, said call linker establishes a callbetween a call agent and a recipient by connection of at least twooutbound calls.

According to a further preferred embodiment of the invention, a call isestablished by connection of outbound calls from the call connectiondistributor to call agents and outbound calls from the call connectiondistributor to recipients, thereby allowing the system to be coupled andapplied as an independent add-on to any local switch or telephonesystem.

In an embodiment of the invention, said agent pool comprises informationof currently available call agents.

In an embodiment of the invention, said dynamic connection distributorfurther comprises a potential recipient database, comprising informationof potential recipients to be dialed by said recipient dialer.

In an embodiment of the invention, said call linker comprises circuitryfor linking a call, answered by a recipient with a connectionestablished to an available call agent.

In an embodiment of the invention, said dynamic connection distributorcomprises circuitry for establishing an agent connection from saiddynamic connection distributor to a call agent on the basis of anagent-defined endpoint.

An agent-defined endpoint may e.g. comprise telephone number, IPaddresses, VoIP numbers, etc.)

In an embodiment of the invention, said agent connection is maintainedduring an agent session and terminated when the session is ended.

In an embodiment of the invention, said agent session is initiated onthe basis of a session start-up.

In an embodiment of the invention, said session start-up involvestransmission of an agent-defined endpoint (ADE) from a distributed callagent to said agent pool.

In an embodiment of the invention, said session start-up involvestransmission via PDCN (PDCN: Public Data Communication Network) of anagent-defined endpoint from a distributed call agent to said agent pool.

In an embodiment of the invention, said session start-up involvesreceipt of an agent-defined endpoint transmitted from a remote callagent.

In an embodiment of the invention, said session start-up involvesreceipt of an agent-defined endpoint transmitted from a remote callagent via PSTN (PSTN: Public Switched Telecommunication Network).

In an embodiment of the invention, said potential recipient databasecomprises information of the potential recipient endpoints.

Potential recipient endpoints may e.g. comprise telephone number, IPaddresses, VoIP numbers, etc.

In an embodiment of the invention, said potential recipient databasecomprises additional information of the potential recipients.

Furthermore, the invention relates to a dynamic call connectiondistributor according to the claims 1-15, wherein said system furthercomprises

-   -   potential recipients defined by said dynamic connection        distributor in said potential recipient database,    -   a number of call agents possessing the possibility to register        an agent-defined endpoint in an agent pool located in said        dynamic connection distributor, whereupon said dynamic        connection distributor establishes a connection to said        agent-defined endpoint.

In an embodiment of the invention, said registering of saidagent-defined endpoint in said agent pool comprises transmission ofagent-defined endpoint information from said call agent to said agentpool through an initiating connection.

The initiating connections may also be regarded as the connectionsnecessary to establish and maintain call sessions with respect tocontrol of calls to the call agent and from the dynamic connectiondistributor and with respect to logging of sessions, transfer or orders,transfer of order information, monitoring of agent performance, transferof statistics, transfer of recipient relevant data, etc.

Furthermore, the invention relates to a method of establishing aconnection between a call agent and potential recipients in a systemcomprising,

-   -   a dynamic connection distributor,    -   potential recipients defined by said dynamic connection        distributor in a potential recipient database,    -   a number of call agents to be dynamically connected to said        potential recipients via said dynamic connection distributor,        said method comprising the steps of        transmitting agent-defined endpoints to said dynamic connection        distributor,        establishing an agent connection from said dynamic connection        distributor to said agent-defined endpoint,        establishing an agent call via said agent connection between a        recipient extracted from a potential recipient database.

Furthermore, the invention relates to a method of establishing aconnection between a call agent and potential recipients according toany of the claims 1-17 in a system comprising,

-   -   a dynamic connection distributor,    -   potential recipients defined by said dynamic connection        distributor in a potential recipient database,    -   a number of call agents to be dynamically connected to said        potential recipients via said dynamic connection distributor,        said method comprising the steps of        transmitting agent-defined endpoint to said dynamic connection        distributor,        establishing an agent connection from said dynamic connection        distributor to said agent-defined endpoint,        establishing an agent call, via said agent connection between a        recipient extracted from a potential recipient database.

In an embodiment of the invention, said agent-defined endpoint istransmitted to said dynamic connection distributor by at least two callagents.

In an embodiment of the invention, said agent-defined endpoint istransmitted to said dynamic connection distributor by at least twodistributed call agents by means of a web-based interface.

It is a very advantageous feature of the invention that the call agentsmay be distributed. The distribution of call agents means that callagents may in principle be physically located anywhere while utilizingthe system. In accordance with the invention, a call agent will justhave to register in the agent pool and preferably via a web interface,and hereby specify an endpoint, e.g. a telephone number, after which thesession of receiving agent calls may begin. Thus, the call agents fullydefine the agent-defined endpoints in the agent pool of the dynamicconnection distributor without any correlation between the physicallocation of the call agent and the place where the endpoint, e.g.telephone number is registered. Evidently of course the system mayfurther apply supplemental fault detection and correction algorithms inorder to detect agent invoked mistakes with respect to designation ofendpoints.

Thus, the system according to the above embodiment of the inventionintrinsically benefits from flexibility throughout all principlecomponents of the system. Thus, the invention facilitates that suchsystems may centrally be applied as plug-and-play solutions withoutinterfering with the setup of a company's existing switches, PBX, CTIetc.

Moreover, the invention facilitates that a call agent may be connectedto a potential recipient via an outbound call from the central dynamicconnection distributor without requirement of complex hardware setupprocedures and configuration.

Moreover, the agent connection may be controlled decentralized by meansof a simple standard web interface and a standard PSTN or PDCNconnection.

According to the present invention, a call agent may for exampleregister in the agent pool with the private telephone number of hisbrother while visiting his brother, and then use his brothers' telephonefor receiving agent calls from the dynamic connection distributor.Another example is that a call agent may work while shuttling to andfrom work by registering in the agent pool of the dynamic connectiondistributor via a web interface of his Personal Digital Assistant (PDA)or laptop, and register the agent-defined endpoint to be his mobilephone. This way the call agent will be able to receive agent calls fromthe dynamic connection distributor on his mobile phone while shuttlingto and from work.

In an embodiment of the invention, said web-based interface isestablished at a unit comprising computing facilities for use by a callagent.

In an embodiment of the invention, said web-based interface is presentedto a user via a non-dedicated personal computer (PC).

According to the invention, the web-based interface is to be presentedfor the user on a regular Personal Computer which may e.g. be a computercomprising a central processing unit, a computer running a Linux orWindows operative system, an Apple Macintosh, etc. It is a veryadvantageous feature of an embodiment of the invention that the PCpresenting the web interface is used for transmitting agent-definedendpoints.

In an embodiment of the invention, said transmitted agent-definedendpoint is transmitted to said dynamic connection distributor as a codereferring to at least one audio communication address predefined in anagent pool of said dynamic connection distributor.

The audio communication address may e.g. comprise a telephone number, anIP address, predefined in an agent pool of said dynamic connectiondistributor. When coding the agent-defined endpoint, it is possible atthe same time to establish an authentication and/or authorization of thecall agent which may be defined in the DCD. The code may thus e.g.pinpoint one or one of several telephone numbers by which the call agentmay be reached for establishment of an agent connection (AC).

In an embodiment of the invention, said transmitted agent-definedendpoint is transmitted to said dynamic connection distributor as anaudio communication address by means of which said dynamic connectiondistributor establishes an agent connection.

When the agent-defined endpoint is transmitted as such to the dynamicconnection distributor it is possible for e.g. a call agent to bereached at any possible and suitable audio communication addressselected by the call agent.

In an embodiment of the invention, said transmitted agent-definedendpoint is transmitted to said dynamic connection distributor as anaudio communication address and an associated security code on the basisof which said dynamic connection distributor establishes an agentconnection.

When combining an audio communication address with a security code it ispossible to allow the call agent to define his own endpoint as long ashe is recognized by the DCD. In this way a call agent may beincorporated in the system at e.g. any telephone number he or shedesires, thereby obtaining a significant degree of freedom. The systemmay thus establish agent connections to various agent-defined endpointsunder continuous control by the call agent. Typically and preferably anagent-defined endpoint is maintained throughout a session.

In an embodiment of the invention, the dynamic connection distributormaintains call activity accounts related to the individual call agents.

The call activity accounts related to the individual call agents maye.g. comprise information related to a number of calls between thespecified agent and recipients, duration of these calls, successcriteria measuring related to these calls, customer satisfactionevaluation of these calls, etc.

In an embodiment of the invention, said transmission of agent-definedendpoints is initiated by the call agent.

In an embodiment of the invention, the steps of establishing a recipientcall, linking said agent call with said recipient call is repeated withat least two different potential recipients during a session.

In an embodiment of the invention, said agent connection may comprisedialing a telephone number over PSTN.

In an embodiment of the invention, said agent connection may compriseestablishing a connection to a specific destination over PDCN, e.g. IPaddress.

In an embodiment of the invention, said agent connection is establishedautomatically on the basis of agent-defined endpoints.

In an embodiment of the invention, said agent-defined endpoint comprisesinformation of which telephone number to dial.

In an embodiment of the invention, said ADE comprises information ofwhich address to contact over PDCN, e.g. IP address.

In an embodiment of the invention, said agent-defined endpoints aretransmitted via a web interface over PDCN.

In an embodiment of the invention, said agent-defined endpoints aretransmitted via PSTN.

In an embodiment of the invention, said recipient call is established bydialing a telephone number via a PSTN.

In an embodiment of the invention, said recipient call is established bydialing a telephone number via PDCN.

In an embodiment of the invention, said recipient call is established bymeans of a recipient dialer.

In an embodiment of the invention, said method is initiated by aninitiating connection and whereby said initiating connection involvesthat a call agent transmits said agent-defined endpoint to the dynamicconnection distributor.

In an embodiment of the invention, said method is initiated by aninitiating connection and whereby said initiating connection involvesthat a call agent transmits said agent-defined endpoint to the dynamicconnection distributor and whereby said initiating connectioninitializes a session.

In an embodiment of the invention, said initiating connection isestablished by means of a telephonic call over PSTN.

In an embodiment of the invention, said initiating connection isestablished over PDCN e.g. via a web interface.

In an embodiment of the invention, said call agent is situatedexternally with respect to said dynamic connection distributor.

In an embodiment of the invention, said session is continued byestablishment of further connections between a call agent and furtherrecipients until a call agent actively communicates to the dynamicconnection distributor that a call session is to be ended.

Furthermore, the invention relates to use of agent-defined endpoints toautomatically establish a call between a potential recipient and a callagent by means of a central dynamic connection distributor.

Furthermore, the invention relates to use of agent-defined endpointsaccording to claim 46, wherein said agent-defined endpoint istransmitted by means of a web interface.

Furthermore, the invention relates to a dynamic connection distributorcomprising a web-based interface wherein said dynamic connectiondistributor is at least partly configured and maintained by distributedcall agents via said web-based interface.

In an embodiment of the invention, said dynamic connection distributorcomprises a call linker for connecting an agent connection with arecipient connection.

Furthermore, the invention relates to a call linker comprising callconnection circuitry for connection of at least two outbound calls fromsaid call dialer into a call connection between at least one call agentand at least one potential recipient.

According to a further preferred embodiment of the invention, a call isestablished by connection of outbound calls from the dynamic connectiondistributor to call agents and outbound calls from the call connectiondistributor to recipients, thereby allowing the system to be coupled andapplied as an independent add-on to any local switch or telephonesystem.

Furthermore, the invention relates to a call linker according to any ofthe claims 1-18 comprising call connection circuitry for connection ofat least two outbound calls from said call dialer into a call connectionbetween at least one call agent and at least one potential recipient.

THE DRAWINGS

The invention will now be described with reference to the drawings ofwhich

FIG. 1 illustrates an embodiment of the present invention,

FIG. 2 illustrates a basic non-limiting flowchart of an embodiment ofthe present invention,

FIG. 2 a illustrates a detailed view of the dynamic connectiondistributor pursuant to the flowchart in FIG. 2,

FIG. 3 illustrates a basic non-limiting flowchart of an embodiment ofthe present invention,

FIG. 3 a illustrates a detailed view of the dynamic connectiondistributor pursuant to the flowchart in FIG. 3,

FIG. 4 illustrates a timeline indicating a session,

FIG. 5 illustrates a timeline indicating a session in a more detailedway,

FIG. 6 illustrates a further embodiment of the present invention,

FIG. 7 illustrates an example of an agent web-based interface,

FIG. 8 illustrates an example of another agent web-based interface (WI)and

FIG. 9 illustrates an example of an administrator web-based interface(WI).

DETAILED DESCRIPTION

FIG. 1 illustrates an embodiment of the present invention wherein thesystem comprises a dynamic connection distributor DCD, one or severalpotential recipients PR1, PR2, . . . , PRm, a recipient connection RC, aPSTN (PSTN: Public Switched Telecommunication Network) and/or a PDCN(PDCN: Public Data Communication Network). The dynamic connectiondistributor DCD may comprise a call linker CL, an agent pool AP, apotential recipient database PRDB, recipient information RI, an agentdialer AD and a recipient dialer RD. Furthermore, the system maycomprise one or several call agents CA1, CA2, . . . , Cn, one or severalagent connections AC, and one or several agent-defined endpoints ADE.

According to the present invention a public data communication network(PDCN) may e.g. refer to the internet, the World Wide Web or otherpublic data networks.

A call agent CA1, CA2, . . . , CAn registers in the agent pool AP insaid dynamic connection distributor DCD. This may be done in severalways according to the below descriptions of FIGS. 2, 3 and 4.

The agent dialer AD establishes an agent connection AC to saidagent-defined endpoint ADE on the basis of said endpoint received fromsaid call agents CA1, CA2, . . . , CAn by means of an initiatingconnection IC. The initiating connection IC may, according to theinvention, be established by means of a telephonic call over PSTN, bymail or preferably over PDCN via a web interface. In other words, aninitiating connection IC related to a specific agent connection maytypically be at least partly maintained while the agent connection isestablished. When e.g. applying a web-based interface as initiatingconnection IC the initiating connection would typically be active longerthan the established agent connection. Thus, an initiating connectionwould typically designate both the initiating connection as well as thepart of the connection which is no longer directly relevant forestablishment of the connection but rather relevant for maintaining theagent connection.

Thus, the illustrated initiating connections IC may also be regarded asthe connections necessary to establish and maintain call sessions withrespect to control of calls to the call agent and from the dynamicconnection distributor DCD and with respect to logging of sessions,transfer or orders, transfer of order information, monitoring of agentperformance, transfer of statistics, transfer of recipient relevantdata, etc.

The technical meaning of the above-mentioned sessions is explainedbelow.

It is moreover noted that this initiating connection, when alsodesignating the maintaining connection, may be continuous or comprise aseries of discrete communication data.

The initiating connection IC is typically established by a call agent CAto identify him to the connection distributor DCD and to submit anagent-defined endpoint ADE to the agent pool AP of the dynamicconnection distributor DCD. The agent connection AC is establishedaccording to the agent-defined endpoint ADE registered by the agent inthe agent pool.

If a call agent CA1, CA2 . . . , CAn defines that he wants to beconnected via a telephone on the PSTN by means of the agent-definedendpoint ADE and registers this endpoint in the agent pool AP, the agentconnection AC may be established by means of a call through the PSTN.

If, alternatively, a call agent CA1, CA2 . . . , CAn defines that hewants to be connected via a PDCN device according to the agent-definedendpoint ADE and registers this endpoint in the agent pool AP, the agentconnection AC may be established by establishment of IP-telephonic call,e.g. over VoIP, any hybrids thereof, or any suitable voice transferringcommunication means over PDCN.

If a call agent CA1, CA2 . . . , CAn defines that he wants to beconnected via a telephone via a wireless network by means of theagent-defined endpoint ADE and registers this endpoint in the agent poolAP, the agent connection AC may be established by means of a telephoniccall via a wireless network, such as e.g. GSM or UMTS.

The recipient dialer RD comprised by the dynamic connection distributorDCD retrieves recipient information RI from said potential recipientdatabase PRDB, which comprises e.g. information related to name andfurther contact information of potential recipients PR1, PR2, . . . ,PRm. The recipient dialer RD then establishes the recipient connectionRC to the relevant potential recipient PR1, PR2, . . . , PRm on thebasis of contact information comprised in the recipient information RI.

This procedure may be done several ways dependent of thetelecommunication equipment of the respective potential recipient PR1,PR2, . . . , PRm. If a potential recipient PR1, PR2, . . . , PRm can bereached via a telephone on the PSTN, the recipient connection may beestablished by means of a call through the PSTN, if a potentialrecipient can be reached via PDCN, the recipient connection RC willconstitute a PDCN connection and a following establishment ofIP-telephonic call, e.g. over VoIP, any hybrids thereof, or any suitablevoice transferring communication means over PDCN. Likewise, if apotential recipient may be reached by a mobile phone the recipientconnection is established by means of a telephonic call via a wirelessnetwork, e.g. GSM or GPRS.

Currently, it is preferred that the connection to the recipients isestablished via PSTN as PSTN at the time being is still the mostwidespread system covering as many potential recipients as possible.

FIG. 2 illustrates a non-limiting flowchart of an embodiment of thepresent invention. Thus, the steps in the flowchart may occur in adifferent order than visualized in the flowchart. This flowchart showsan embodiment of the invention where the DCD establishes an agent callon the basis of an endpoint registered by a call agent. The descriptionof the flowchart moreover refers to relevant components of FIG. 1

In step 21, a call agent AC registers in the agent pool AP toauthenticate whereupon the agent pool AP may optionally perform a checkof the current authorization permissions of the current call agent CA.Afterwards in step 22 the call agent CA registers an agent-definedendpoint ADE in the agent pool AP. The steps 21 and 22 may be performedby means of an initiating connection IC. In step 23, the agent dialer ADof the dynamic connection distributor DCD establishes an agentconnection AC to a call agent AC on the basis of the receivedagent-defined endpoint ADE. In step 24, the dynamic connectiondistributor establishes an agent call through agent connection. Thesteps 23 and 24 may also be regarded as one step, namely that the agentdialer comprised by the dynamic connection distributor DCD dials atelephone number according to the agent-defined endpoint ADE toestablish a call from the dynamic connection distributor DCD to a callagent CA. In step 25 a session is initiated. A session may be a seriesof calls to be established from the dynamic connection distributor DCDto at least one potential recipient PR. In other words, one agent callmay be connected sequentially to several recipient calls. In step 26,the recipient dialer RD establishes a recipient connection RC to arecipient on the basis of contact information received from thepotential recipient database PRDB. The recipient connection RC may inone embodiment of the invention be established by means of a telephoniccall from the recipient dialer of the dynamic connection distributor DCDto a potential recipient PR. Step 27 is indicating that the call linkerCL comprised in the dynamic connection distributor is performing acoupling of the outbound recipient connection RC and the outbound agentconnection AC with regard to audio. This coupling may in one embodimentof the invention be performed after a potential recipient has answeredthe call made over the recipient connection RC. In this way, a so-calledpredictive dialer may be utilized by the dynamic connection distributorDCD to increase activity and utilization of call agents CA.

A predictive dialer exhibits predictive behavior when it has more callattempts (attempts to establish a recipient connection RC) outstandingthan it has call agents CA that are already available to handle calls.The predictive dialing happens when the predictive dialer dials ahead ofthe agents becoming available or when the predictive dialer matches aforecast number of available agents with a forecast number of availablecalled parties or potential recipients that has picked up the phone. Thematching and dialing ahead perspectives provide the large increases indial rates and call agent productivity.

If a system e.g. has 100 agents working on it, the dialer will dial anumber of calls, sometimes crudely based on a phone line to agent ratioof 1.5:1 or 2:1. This means that for each available agent, the systemwill dial the phone numbers of two potential customers. As these callsare made to the telephone network, the dialer will monitor each call anddetermine what the outcome of the call was. From 150 calls made, thesystem will immediately strip out any unproductive outcomes, such asbusy calls (these are usually queued for automatic redial), no answersand invalid numbers. Some predictive dialers incorporate “answeringmachine detection”, which tries to determine if a live person oranswering machine picked up the phone. This might cause delays beforeinitiation of a conversation. If not enough calls are made ahead, thenagents will sit idle, whereas if there are too many calls made and thereare not enough agents to handle them, the call is typically dropped. Thetrick for predictive dialer manufacturers is to build their systemssmart enough and large enough to be able to quickly respond byincreasing or decreasing the dialing ratio used in order to cause moreor less calls to be made. The advanced predictive dialer determines anduses many operating characteristics which are learned during the callingcampaign. It uses these statistics continually to make sophisticatedpredictions so as to minimize agent idle time while controllingoccurrences of nuisance calls, which are answered calls without theimmediate benefit of available agents. An advanced predictive dialer canreadily maintain the ratio of nuisance calls to answered calls at lessthan a fraction of one percent while still dialing ahead. However, thislevel of performance may require a sufficiently large critical mass ofagents. A good predictive dialer should not always exhibit predictivebehavior. That typically is when there are too few agents. In that case,each time the dialer contemplates a new call attempt the probability ofno agent being available is too high unless there are more idle agentsthan call attempts—i.e. dials—outstanding.

According to the present invention the use of a predictive dialeraccording to the above description is only one possibility out of many,in that any type of dialer may be used by the dynamic connectiondistributor DCD.

Alternatively, the coupling may be performed before a potentialrecipient answers the call established through the recipient connectionRC to avoid that a call agent CA is not ready when the potentialrecipient answers the call and the dynamic connection distributorcouples the potential recipient PR and the call agent CA.

In step 28, a conversation may start between the potential recipient PRand a call agent CA. Information relating to the conversation(s) such asinformation related to number of calls between the specified agent andrecipients, duration of these calls, success criteria measuring relatedto these calls, logging and updating of recipient feed-back, customersatisfaction evaluation of calls, etc., may be communicated to thedynamic connection distributor DCD actively or passively. An activeretrieving of this information may be obtained by a survey systemmonitoring the activity of the call agent. A passive retrieval ofinformation may e.g. rely on information reported and communicated fromthe call agent e.g. on runtime basis via the initiating connection IC asa part of the maintenance of the agent call.

In step 29, the conversation ends and a new conversation may beestablished within the same session by returning to step 26 or thesession may terminate in step 30.

Thus, a session may comprise establishment of several recipientconnections RC and may typically comprise only one agent connection AC.

FIG. 2 a illustrates a further principle view of a dynamic connectiondistributor DCD according to an embodiment of the invention withreference to FIG. 2. The figure illustrates that a call agent CAregisters an agent-defined endpoint ADE in the agent pool AP of thedynamic connection distributor DCD. The agent pool may comprise anynumber of agent-defined endpoints dependent of the current registeredand active call agents CA. The agent pool may in one embodiment of theinvention further comprise authentication information of the call agent,e.g. name and may further comprise the submission of a user name and apassword to authenticate a call agent CA. Hereafter the agent dialer ADcomprised in the dynamic connection distributor DCD may establish anagent connection AC to the agent via an endpoint defined by agent ADE.The agent dialer may establish a connection through a PSTN. If,alternatively, the agent dialer AD may establish a connection to thecall agent CA via the agent-defined endpoint AD via a PDCN e.g. byestablishment of IP-telephonic call, e.g. over VoIP, any hybridsthereof, or any suitable voice transferring communication means overPDCN.

FIG. 3 illustrates a basic non-limiting flowchart of a furtherembodiment of the present invention. This flowchart illustrates afurther embodiment where the call agent establishes an agent-definedendpoint on the basis of a number of endpoints registered by the callagent at the dynamic connection distributor.

In step 31, a call agent pre-registers a number of different selectableendpoints which he intends to use as endpoint during call sessions. Thenumber of selectable endpoints may in principle be very large, but itshould however preferably be kept at a level where such apre-registration does not result in further unnecessary time-consumingsign-up procedures. The pre-registration of step 31 may in principle beperformed at any time and not necessarily in relation to a start-up of asession.

In other words, step 31 is basically optional when at least one endpointhas been pre-registered and availing the dynamic connection distributorDCD to establish a session between the call agent in question and arecipient.

In step 32, the call agent may now initiate a session e.g. by means of aweb-registration to the dynamic connection distributor DCD.

In step 33, the call agent may be authenticated and choose one of thepre-registered endpoints.

The steps 31-32 may be performed during an initiating connection ICalthough e.g. step 31 may just be performed once and thereafter becomeoptional. In step 34 and 35, an agent dialer AD of the dynamicconnection distributor DCD establishes an agent connection AC to a callagent AC on the basis of the determined agent-defined endpoint ADE. Aspreviously mentioned, steps 34 and 35 may also be regarded as an actionperformed in one step, namely that the agent dialer comprised by thedynamic connection distributor DCD dials a telephone number according tothe agent-defined endpoint ADE to establish a call from the dynamicconnection distributor DCD to a call agent CA.

In step 36 a session is initiated. A session may be a series of calls tobe established from the dynamic connection distributor DCD to at leastone potential recipient PR. In other words, one agent call may beconnected sequentially to several recipient calls. In step 37, therecipient dialer RD establishes a recipient connection RC to a recipienton the basis of contact information received from the potentialrecipient database PRDB. The recipient connection RC may in oneembodiment of the invention be established by means of a telephonic callfrom the recipient dialer of the dynamic connection distributor DCD to apotential recipient PR. Step 38 designates that the call linker CL ofthe dynamic connection distributor is performing a coupling of theoutbound recipient connection RC and the outbound agent connection ACwith regard to audio. This coupling may in one embodiment of theinvention be performed after a potential recipient has answered the callmade over the recipient connection RC. In this way, a so-calledpredictive dialer may be utilized by the dynamic connection distributorDCD to increase activity and utilization of call agents CA.Alternatively the coupling may be performed before a potential recipientanswers the call established through the recipient connection RC toavoid that a call agent CA is not ready when the potential recipientanswers the call and the dynamic connection distributor couples thepotential recipient PR and the call agent CA.

In step 39, a conversation may start between the potential recipient PRand a call agent CA. Information relating to the conversation(s) such asinformation related to number of calls between the specified agent andrecipients, duration of these calls, success criteria measuring relatedto these calls, logging and updating of recipient feed-back, customersatisfaction evaluation of calls, etc., may be communicated to thedynamic connection distributor DCD actively or passively. An activeretrieving of this information may be obtained by a survey systemmonitoring the activity of the call agent. A passive retrieval ofinformation may e.g. rely on information reported and communicated fromthe call agent e.g. on runtime basis via the initiating connection IC asa part of the maintenance of the agent call.

In step 40, the conversation ends. Now a new conversation may beinitiated in step 37 or the session may terminate in step 41. Thus, asession may comprise establishment of several recipient connections RCand may typically comprise only one agent connection AC.

FIG. 3 a illustrates a further principle view of a dynamic connectiondistributor DCD according to an embodiment of the invention withreference to FIG. 2. The figure illustrates that a call agent Bregisters an agent-defined endpoint ADE in agent pool AP of the dynamicconnection distributor DCD by selecting one of the pre-registeredendpoints, here EP2b.

One advantage of the present embodiment of the invention is that thesign-up procedure may be performed relatively fast as the call agentonly needs to pinpoint the endpoint to be used by an agent and endpointrepresenting code AERC, e.g. “1” designating the call agents telephonenumber at home, “2” designation the call agents mobile telephone number,“3” designation an IP telephone number or ID, etc.

It should be noted that the above embodiment of the invention inprinciple maintains all benefits with respect to dynamics of theembodiment of FIG. 2 and FIG. 2 a in the sense that no connectionsbetween the call agents are wired or fixed although some endpoints hasbeen pre-registered. In others words, the system as such maintains fullflexibility with respect to configuration of switches, etc. due to thefact that all such switching is basically performed externally in thePSTN or PCDN.

The agent pool may in one embodiment of the invention further compriseauthentication information of the call agent, e.g. name, and may furthercomprise the submission of a user name and a password to authenticate acall agent CA.

It should also be noted that the agent pool AP may in principle have anysize suitable for the ongoing setup of call connections as the effectiveswitching is performed externally.

FIG. 4 illustrates a timeline constituting an example of a session SESaccording to an embodiment of the invention. A session SES comprises anumber of calls C1, C2, C3, C4, . . . , Cn established by the dynamicconnection distributor DCD between a call agent CA and several potentialrecipients PR. Thus, a session SES may typically comprise one agentconnection AC and several recipient connections RC.

FIG. 5 illustrates a more detailed timeline constituting an example of asession SES according to an embodiment of the invention. A sessionstarts (1), when the dynamic connection distributor DCD establishes anagent connection AC on the basis of an agent-defined endpoint ADE (A).Subsequently, the agent dialer AD in the dynamic connection distributorDCD establishes an agent connection AC, (B). A recipient dialer RD inthe dynamic connection distributor DCD establishes a new recipientconnection RC (C). Hereafter the outbound agent connection AC and theoutbound recipient connection RC of the dynamic connection distributorare coupled by means of a call linker CL (D). A conversation may start(E) and is subsequently ended (F).

The steps C, D, E and F may be repeated several times during a session.A session may end by means of a connection from the dynamic connectiondistributor DCD both to a potential recipient and to the call agent CA.

FIG. 6 illustrates a further embodiment of the present invention. Thisfigure comprises the same elements as in FIG. 1, and in addition thefigure comprises an endpoint robot ER that receives the agent-definedendpoints and processes these to the agent pool. The endpoint robot ERmay e.g. comprise a computer facility enabling the flexibility of theinvention to be implemented e.g. in connection with a conventionalnon-flexible system such as an ACD (ACD: automatic call distributor).According to a preferred embodiment of the invention, the dynamicconnection distributor DCD is established without applying conventionalnon-flexible systems such as the above mentioned.

FIG. 7 illustrates an example of a web-based interface WI according toan embodiment of the present invention. The figure illustrates an agentinterface at the time where an agent registers the current endpoint towhere the dynamic connection distributor DCD must establish aconnection. In the upper left corner of the figure is visualized a boxwhere a call agent CA may enter a telephone number. In an alternatelyembodiment of the invention, an IP (IP: Internet protocol) address oranother contact code may be entered.

FIG. 8 illustrates an example of a web-based interface WI according toan embodiment of the present invention. The figure illustrates an agentinterface at the time of the dynamic connection distributor DCD havingestablished a connection to a recipient information RI received from thepotential recipient database PRDB is presented to the agent to give himor her the best provisions to make a success.

FIG. 9 illustrates an example of a web-based interface WI according toan embodiment of the present invention. The figure illustrates anadministrator interface at the time when an administrator is registeringa call agent CA in the agent pool AP op the dynamic connectiondistributor DCD. The figure is illustrating that a call agent CA isregistered with three different associated telephone numbers. It is nowpossible for a call agent CA to choose from one of these three telephonenumbers and thereby make the agent dialer AD in the dynamic connectiondistributor DCD establish a connection to the selected telephone number.

1-52. (canceled)
 53. A dynamic call connection distributor (DCD) comprising an agent pool (AP), comprising information of call agents (CA), said agent pool is at least partly configurable by a plurality of individual call agents (CA), a recipient dialer (RD), comprising circuitry for dialing at least one number of predefined potential recipients (PR) for establishment of a recipient connection (RC), an agent dialer (AD) comprising circuitry for establishing an agent connection (AC) from said dynamic connection distributor (DCD) to a call agent (CA), a call linker (CL), comprising circuitry for linking said agent connection (AC) with said recipient call (RC).
 54. A dynamic call connection distributor (DCD) according to claim 53 comprising an agent pool (AP), comprising information of call agents (CA), said agent pool is at least partly configurable by a plurality of individual call agents (CA), a recipient dialer (RD), comprising circuitry for dialing at least one number of predefined potential recipients (PR) for establishment of a recipient connection (RC), An agent dialer (AD) comprising circuitry for establishing an agent connection (AC) from said dynamic connection distributor (DCD) to a call agent (CA), a call linker (CL), comprising circuitry for establishing an agent call through said agent connection (AC) to an available call agent (CA1, CA2, . . . , CAn) and linking said agent call with said recipient call (RC).
 55. A dynamic call connection distributor (DCD) according to claim 53, wherein said agent pool (AP) is at least partly defined and maintained by distributed call agents (CAM, CA2, . . . , CAn) by means of web interface (WI).
 56. A dynamic call connection distributor (DCD) according to claim 53, wherein the call linker (CL) establishes a call between a call agent (CA) and a recipient by connection of at least two outbound calls.
 57. A dynamic call connection distributor (DCD) according to claim 53, wherein said dynamic connection distributor (DCD) further comprises a potential recipient database (PRDB), comprising information (RI) of potential recipients (PR) to be dialed by said recipient dialer (RD).
 58. A dynamic call connection distributor (DCD) according to claim 53, wherein said call linker (CL) comprises circuitry for linking a call, answered by a recipient with a connection established to an available call agent (CA).
 59. A dynamic call connection distributor (DCD) according to claim 53, wherein said dynamic connection distributor (DCD) comprises circuitry for establishing an agent connection (AC) from said dynamic connection distributor (DCD) to a call agent (CA) on the basis of an agent-defined endpoint (ADE).
 60. A dynamic call connection distributor (DCD) according to claim 59, wherein registering of said agent-defined endpoint (ADE) in said agent pool (AP) comprises transmission of agent-defined endpoint information (ADEI) from said call agent (CA1, CA2, . . . , Cn) to said agent pool (AP) through an initiating connection (IC).
 61. A dynamic call connection distributor (DCD) according to claim 59, wherein an agent connection (AC) is maintained during an agent session (SES), and wherein said session start-up involves receipt of an agent-defined endpoint (ADE) transmitted from a remote call agent (CA).
 62. A dynamic call connection distributor (DCD) according to claim 53, wherein said session start-up involves receipt of an agent-defined endpoint (ADE) transmitted from a remote call agent (CA) via a Public Switched Telecommunication Network (PSTN).
 63. A dynamic call connection distributor (DCD) according to claim 53, wherein said system further comprises potential recipients (PR) defined by said dynamic connection distributor (DCD) in said potential recipient database (PRDB). a number of call agents (CA1, CA2, . . . , CAn), possessing the possibility to register an agent-defined endpoint (ADE) in an agent pool (AP) located in said dynamic connection distributor (DCD), whereupon said dynamic connection distributor establishes a connection to said agent-defined endpoint (ADE).
 64. Method of establishing a connection between a call agent (CAL, CA2, . . . , CAn) and potential recipients (PR1, PR2, . . . , PRm) in a system comprising, a dynamic connection distributor (DCD), potential recipients (PR0, PR2, . . . , PRm) defined by said dynamic connection distributor (DCD) in a potential recipient database (PRDB), a number of call agents (CA) to be dynamically connected to said potential recipients (PR) via said dynamic connection distributor (DCD), said method comprising the steps of transmitting agent-defined endpoint (ADE) to said dynamic connection distributor (DCD), establishing an agent connection (CA1, CA2, . . . , CAn) from said dynamic connection distributor (DCD) to said agent-defined endpoint (ADE), establishing an agent call via said agent connection (AC) between a recipient (PR) extracted from a potential recipient database (PRDB).
 65. Method of establishing a connection between a call agent (CA1, CA2, . . . , CAn) and potential recipients (PR1, PR2, . . . , PRm) according to claim 64 in a system comprising a dynamic connection distributor (DCD), potential recipients (PR1, PR2, . . . , PRm) defined by said dynamic connection distributor (DCD) in a potential recipient database (PRDB), a number of call agents (CA) to be dynamically connected to said potential recipients (PR) via said dynamic connection distributor (DCD), said method comprising the steps of transmitting agent-defined endpoint (ADE) to said dynamic connection distributor (DCD), establishing an agent connection (CA1, CA2, . . . , CAn) from said dynamic connection distributor (DCD) to said agent-defined endpoint (ADE), establishing an agent call via said agent connection (AC) between a recipient (PR) extracted from a potential recipient database (PRDB).
 66. Method of establishing a connection between a call agent (CA1, CA2, . . . , CAn) and potential recipients (PR1, PR2, . . . , PRm) according to claim 64, wherein a web-based interface (WI) is presented to a user via a non-dedicated personal computer (PC).
 67. Method of establishing a connection between a call agent (CA1, CA2, . . . , CAn) and potential recipients (PR1, PR2, . . . , PRm) according to claim 64, wherein agent connection (AC) is established automatically on the basis of agent-defined endpoints (ADE).
 68. Method of establishing a connection between a call agent (CA1, CA2, . . . , CAn) and potential recipients (PR0, PR2, . . . , PRm) according to claim 64, wherein said agent-defined endpoint (ADE) comprises information of which address to contact over public data communication network, e.g. IP address.
 69. Method of establishing a connection between a call agent (CA1, CA2, . . . , CAn) and potential recipients (PR1, PR2, . . . , PRm) according to claim 64, wherein said agent-defined endpoints (ADE) are transmitted via said web-based interface (WI) over a public data communication network.
 70. Use of agent-defined endpoints (ADE) to automatically establish a call between a potential recipient (PR0, PR2, . . . , PRm) and a call agent (CA1, CA2, . . . , CAn) by means of a central dynamic connection distributor (DCD).
 71. Use of agent-defined endpoints (ADE) according to claim 70, wherein said agent-defined endpoint (ADE) is transmitted by means of a web interface (WI).
 72. Dynamic connection distributor (DCD) comprising a web-based interface (WI) wherein said dynamic connection distributor (DCD) is at least partly configured and maintained by distributed call agents (CA) via said web-based interface (WI). 